This is what documentation tells.--
The Service Desk Gateway (sdgtw) probe acts as a gateway between CA Unified Infrastructure Management and service desk applications. Generating an incident helps the service desk user to take corrective actions to resolve an issue. The probe periodically polls the service desk for the status of incidents and updates the corresponding alarms. CA Normalization Integration Management Service Management (CA NIM SM) is used to create a connection between CA UIM and service desk applications, through the webservices exposed by these applications. For more information about the integration, see CA Normalized Integration Management for Service Management.
But i am unable to find CA Normalized Integration Management for Service Management in download or anywhere in CA site. There is a documentation but the download connects back to CA sharepoint link which is not accessible for us.
Please help, if some has successfully done it in the past..
Sankar